Ticket issue - Rude behavior

[konordou]

I have been a very content customer several months now. I really felt that me and my coworkers have finally found the right hosting company to work with. But last week has been quite a surprise...

I all started with spamcop.net, blacklisting our e-mail. I hope that everybody understands the importance of a blocked corporate e-mail. So, five days ago, I opened a ticket to report this. As I haven't received an answer, i decided to post another ticket, thinking that it might have been ignored. The conversation went as following:

Ticket ID: IIK-873447

Me:

Dear Sir/Madam,

After 5 days of waiting for the answer in the MIS-334377 ticket, we decided to ask for assistance as this issue is very important for us. Namely, we cannot sent e-mails from the address info@ouraddress.com.

After we sent a mail, we receive the following reply:

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

http://www.hostnine.com/hosting-foru...html#post15810 ... <mail content>

Response:

That ticket is in blacklists. We have no further information to provide. Do not continue to open new tickets regarding this issue.

Regards,
Nick H
Tier II Linux Support
HostNine LLC - "Let Us Serve You"

Website: HostNine - Web Hosting - Reseller Hosting - Dedicated Servers - 877-251-HOST
Email: nickh@hostnine.com
Phone: (877) 251-4678 Ext. 508
AIM: HNineNick

Please take a short survey regarding this ticket at: HostNine - Ticket Feedback - 877-251-HOST

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Me:

Dear Mr Nick H,

Further to your response, we would like to mention that we consider your answer unhelpful.

First of all, you did not provide any information at all. And secondly, yes, we will open a new ticket, when by all rights we feel that the blacklists ticket has been ignored. Especially after five days with no answer.

We would appreciate an honest response as to whether we can count on your support, as this is a resellers plan, and if our e-mail is not working, how can we feel safe with our customers' accounts?

Please inform us whether/when this issue will be resolved. And kindly consider choosing more polite words in your answer.

All the best

Response:
TICKET CLOSED

??????????????????????????????

Being a paying customer, i feel insulted by this rude and unprofessional behavior as expressed by Mr. Nick H. I understand you have blacklisting issues (http://www.hostnine.com/hosting-foru...html#post15810) but this certainly does not justify this response.

You do not have any right to vent your personal issues with paying customers.

My issue remains unresolved.